As an Agent, when you log into Maestro, your homepage will look something like this:
The homepage is broken down into a few different sections that are all accessible under the Home tab at the top of your screen:
Feedback (QA and CSAT)
Finding QA and CSAT Scores in your Homepage
To access your recent grades and CSAT scores, simply scroll down to the Feedback section, where you'll be able to switch back and forth between two tabs: QA and CSAT.
Under the QA tab, you can set the filters to show the tickets you'd like to view, based on Date Field, Date Range, Rubric, and Reviewed Status. (Reviewed Status is determined by whether or not the graded ticket has been shared with you, has been opened by you, or is overdue.)
Then, view your grades under the column labeled "QA Score," as shown here:
If you click on a ticket on that list, it will expand to show you details of the ticket and your grade:
NOTE: As mentioned in the above image, if you want to submit an Appeal (i.e. if you want to dispute your score), you'll need to click the ticket ID link at the top and then follow the instructions in this article to create an Appeal. That option will only be available in tickets if your team has Appeals enabled. If you're not sure, you can check in with your Manager or Team Lead about this.
The CSAT tab of your homepage is similar to the QA tab at the top, where you can set your filters based on the tickets you'd like to view:
After setting your filters, you'll see a list of tickets that have received CSAT feedback and can view that feedback under the "CSAT" and "Comments" columns (the CSAT column may not be the five-star scale you see here, depending on what your team has set up):
NOTE: Tickets that have received CSAT feedback have not necessarily been graded in Maestro, and vice versa. The CSAT tab should display any recent tickets that have received CSAT scores, whether graded in Maestro or not.
I don't see any tickets under my CSAT tab
Make sure the filters you've set match what you're looking for. You may have to play around with the date ranges and other statuses in order to find the results you need.
Your recent tickets may not have received any CSAT scores from your customers. Please reach out to your Manager or Team Lead to confirm.
I don't see any tickets under my QA tab
Similar to above, make sure the filters you've set match what you're looking for. You may have to play around with the date ranges and other statuses in order to find the results you need.
In order to view your graded tickets, they need to be shared with you. If you do not see any graded tickets, it could be because they have not yet been shared with you in Maestro. Please reach out to your Manager or Team Lead to confirm.